Oracle recently announced a new connection between its Service and IoT clouds. That makes total sense to me. I bet a lot of folks think of the Internet of Things as those machines that do things directed by algorithms — and if so, they might wonder why they need to be connected to customer service, such an obviously human channel. It’s not off base, however. Customer service for the foreseeable future will be an amalgam of human and automated service modes, each matched to need on a scale that’s sure to slide over time. Right now, the younger you are the more likely you are to use a variety of channels.
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